…if every business was a lightbulb and that for each lightbulb the primary goal was to attract the most moths possible.

Now what if you learned that 49% of the reason the moths were attracted to a bulb was for the quality of its light (brightness being the task of the bulb) and that 51% of the attraction was to the warmth projected by the bulb (heat being connected with the feeling of the bulb). It’s remarkable to me how many businesses shine brightly when it comes to acing the tasks, but emanate all the warmth of a cool fluorescent light.

That explains how a flawless four-star restaurant can actually attract far fewer loyal fans than a two-star or three-star place with soul. We must be like a string of 100-watt-lightbulbs, whose product is the sum of 51% feeling and 49% task.

51% has five core emotional skills. They are:

  1. Optimistic warmth (genuine kindness, thoughtfulness and a sense that the glass is always at least half full)
  2. Intelligence (not just “smarts” but rather an insatiable curiosity to learn for the sake of learning)
  3. Work ethic (a natural tendency to do something as well as it can possibly be done)
  4. Empathy (an awareness of, care for, and connection to how others feel and how one’s actions make others feel)
  5. Self-awareness and integrity (an understanding of what makes one’s self tick and a natural inclination to be accountable for doing the right thing with honesty and superb judgment)

Matt Mars and John D’Amico